Job Title

Customer Operations Specialist

Requisition

JR000013617 Customer Operations Specialist (Open)

Location

CC-Australia - AUS512

Additional Locations

Melbourne, Australia

Job Description

The Customer Operations Specialist will be responsible for the start-end Customer Operations for Mallinckrodt, from coordinating international shipments to receiving and exporting of stock from the USA, dispatch of orders and tracking the movement of stock, inventory and warehouse management and forecasting, relationship management of 3PL/4PL partners. The incumbent will put their key focus on customer service and care.

The Customer Operations Specialist will efficiently manage the inventory and coordinate stock movements from the warehouse/3rd party providers to end customers. Good relationship building and keeping customers as well as field sales personnel informed around order and delivery times will allow the Customer Operations Specialist to be successful in this role.

The Customer Operations Specialist will manage 30 SKU’s within the warehouse and will pick and pack an average of 2 deliveries a day. They will also coordinate the movement of devices from 3rd Party warehousing to customers (30 per month), as well as back to head office in Kew to be serviced once a year.

Customer Care

• Process Orders
  • Consumables, Cylinders, Devices Orders, returns and swap out
• Management of Preventative Maintenance for medical devices swap out
• Follow up on deliveries
• Management and resolution of supply complaints
• Management and resolution of customer queries (phone and email)
• Archiving of distribution records
• Regular and timely ccommunication around order and delivery times and any other relevant information to customers and field sales personnel

Distribution and warehousing

• Management of the relationship of all 3PL and 4PL partnerships with Mallinckrodt in Australia
• Supply complaints escalation and trend analysis
• Organisation of empty cylinders returns
• Reception of goods in (import)
• Preparation of shipments for goods out (export)
• Warehouse management (SKU, Batch, expiry dates, record keeping)
• Proactively seek to manage distribution expenses and find efficiencies while maintaining high levels of customer satisfaction
• Organise logistics supports for commercial team’s internal and external conferences

Supply and inventory

• Forecasting for all products in close collaboration with the internal sales team
• Inventory management for all products
• Inventory Systems management (Revium, COPE, Website)
• Primary liaison with US team for shipments
• Point of contact for financial reports on stock levels
• Ensure stock traceability

Quality

• GDP (Good Distribution Practices) Gatekeeper for all procedures
• SOP and Work Instructions creation and revision
• Return of cylinders complaints organization
• Deviation management
• Change control management
• Technical bulletin distribution
• Management of product recall

Education / Experience / Skills:

• Bachelor’s degree in a business related field such as supply chain and or planning.
• Minimum 2 years related Customer Care experience preferably in a critical care setting
• Understanding of supply chain, inventory management, logistics and trade compliance within a regulated GxP industry
• Excellent Written and verbal communication skills to clearly and concisely communicate information to customers and internal parties
• Strong customer focus and teamwork attitude with a proactive / can-do approach
• Excellent organizational skills
• Ability to work autonomously with a sense of ownership for the function
• High attention to detail, ability to handle multiple activities, with flexibility to adapt to urgent situations as well as prioritize and coordinate activities with direct colleagues
• Ability to lift and package equipment and handle compressed gas cylinders for shipping within occupational health & safety procedures as required
• Ability to work with and establish strong relationships with diverse groups of stakeholders both inside and outside of the organization.
• Proficiency with systems and software: Office365 (especially Excel), Master Control and Inventory Management System

The Customer Operations Specialist will report to the Operations Manager, Australia and has no direct report. The incumbent will work closely with the field staff including the sales and medical teams, technical services manager, commercial support officer and the General Manager.

The role is full-time office based in our Melbourne office currently in Kew. Occasional outside of business hours to attend internal training meetings and or business web-ex meetings with overseas based internal stakeholders. These web-ex meetings can be performed remotely.

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